Outstanding service from Budget at Norwich Airport.
S.Gladding
United Kingdom
Reviewed: Wed, Jun 22, 2022
About Budget:9.0/10
Matthew at the counter was very helpful. We made three separate bookings (which was cheaper than making one continuous booking), and instead of bringing the vehicle back after the first booking, he allowed us to keep the car and do the checkout over the phone. Outstanding customer service.
One of the black employees was extremely dishonest. I specifically booked a Honda Jazz, but he gave me a lower class vehicle instead. The trunk was very small and couldn't fit two suitcases. I asked to switch to a Jazz, and he pretended to check with his colleague via walkie-talkie, but then told me there were no Jazz cars available. Resigned, I decided to make do with the car. However, upon further inspection, I found many scratches all over it, which I couldn't accept. So, I returned to the counter and asked for a newer car. When another white employee helped me, he said they had Jazz cars available. It seemed the black employee was unhappy because I didn't take up many of his suggested add-ons, so he gave me a hard time. This behavior from the black employee severely tarnished the company's image!
The rental process was relatively smooth with no mandatory extra charges. Initially, they said they couldn't find my reservation, but eventually, they rented the car to me. Communication was a bit difficult due to my poor English. Returning the car was very straightforward; the inspector mainly checked the exterior for damage and if the fuel tank was full. Overall, it was a good overseas driving experience.
Since the staff did not provide the postal code for the drop-off location in writing, it was quite troublesome to return the car at Heathrow Airport, almost causing a missed flight. Hope this can be improved.
The location given through Google maps showed the wrong side of the industrial estate in basingstoke. I had to phone to find out who I was hiring the car through as there was no indication that it was with avis.
About QEEQ:10.0/10
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Customer Service
Outstanding service from Budget at Norwich Airport.
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